Spectacularly bad service at Burger King

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I was reading through one of the LiveJournal communities I'm a member of (bad_service) a little while ago, and I came across an entry that literally made my jaw drop open in shock. The poster and her boyfriend went through the drive thru at a local Burger King. They ordered their food, and they were asked to pull forward so the employees could serve other customers while they waited for one of their items to finish cooking. About 15 minutes later, they still hadn't gotten their food. They go back to the drive thru window, and see the employee who took their order and their money through the window. While they're watching, she looks at them, lights up a cigarette, and walks away from the window! Oh. My. God. I can't imagine what I would have done in that situation. I've stopped going to certain fast food restaurants in my area because I know they don't require their employees to wear gloves when preparing food. Smoking in the kitchen, on the other hand... ew ew ew ew ewwwwww! Sure, she was "just" the cashier that night, but who's to say she's not helping with food prep when the other employees are busy? I used to help with some of the frying between orders when I was cashiering at Taco Bell. Just thinking about someone who's that careless preparing my food... ugh! Would you have felt like complaining about her smoking in the kitchen was overreacting, or completely justified?